Customer Service Representative / Manchester / Fintech

Opus Recruitment Solutions; Manchester; Hybrid; GBP 26,000; Full time

Job summary

A leading company in innovative customer solutions is seeking a Customer Escalations/Complaints Agent. This role involves managing customer complaints, collaborating with teams, and advocating for customers. Join a dynamic environment that values your input and offers a flexible hybrid schedule.

Benefits

26 days annual leave

Healthcare

Annual salary reviews

Qualifications

• Proven experience in handling complaints and resolving conflicts.
• Fluency in Portuguese or Spanish and English.

Responsibilities

• Manage and resolve customer complaints efficiently.
• Conduct investigations into escalations and document interactions.
• Act as a customer advocate to enhance the customer journey.

Skills

Communication

Problem Solving

Analytical Thinking

Empathy

Job description

Customer Service Representative / Manchester / Fintech

Manchester, North West, United Kingdom

Opus Recruitment Solutions

11.05.2025

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Full Job Description

Are you passionate about transforming customer challenges into positive experiences?

Or perhaps you are looking to join a transforming business where you can really shape your career?

Our client is a leader in innovative customer solutions and is looking for a dedicated Customer Escalations/Complaints Agent to their Customer Service team. They are a constantly evolving business that has consistently generated $6 million in revenue and are seeking someone to make a significant impact in this crucial role.

What You’ll Do:

1. Efficiently manage and resolve customer complaints, ensuring timely and fair outcomes in line with company policies.
2. Conduct thorough investigations into escalations, collaborating with internal departments to gather insights and implement effective solutions.
3. Accurately document all interactions, resolutions, and escalations in our systems to support compliance and drive continuous improvement.
4. Act as a customer advocate by identifying recurring issues and sharing valuable feedback to enhance the overall customer journey.

Who They’re Looking For:

1. A seasoned customer service professional with proven experience in handling complaints and resolving conflicts.
2. An outstanding communicator with excellent written and verbal skills, capable of navigating challenging conversations with empathy and professionalism.
3. An analytical thinker with strong problem-solving abilities to identify root causes and deliver lasting solutions.
4. A resilient and adaptable team player who thrives in a fast-paced environment and can manage multiple priorities with ease.
5. A bonus if you bring experience in the financial services sector, along with an understanding of industry regulations, data protection laws, and consumer rights.

This hybrid role offers a flexible schedule—spend 2 days a week in their Altrincham Office and work remotely for 3 days. Fluency in Portuguese or Spanish and English is essential, as you’ll engage with customers across multiple channels, including email, phone, and live chat, to deliver exceptional support. In return, they are paying up to £25,500, with 26 days annual leave, healthcare, and annual salary reviews.

Ready to take the next step? Apply now or send your CV to get the conversation started!